Complaints

We want the service to be genuinely helpful. If something has gone wrong, please tell us — we take complaints seriously and use them to improve.

About the introduction service

If you’re unhappy with how Collect Compare handled your enquiry, email [email protected] with “Complaint” in the subject and as much detail as you can. We aim to acknowledge within 2 working days and give a full response within 10 working days. If we need longer, we’ll tell you why and when to expect a reply.

About an agency we introduced

Once you’re introduced, your agreement is with that agency and they handle their own complaints. Please raise it with them first. If you feel we shouldn’t have listed them, tell us — we vet agencies and act on genuine concerns, including removing agencies whose standards slip.

Escalating

• Data protection: if your complaint is about your personal data, you can contact the Information Commissioner’s Office at ico.org.uk.
• An agency’s conduct: depending on the firm, the relevant body may be the FCA, CSA, HCEOA or CICM. We can point you in the right direction if you’re not sure.

Whatever it’s about, start with an email to [email protected] and we’ll do our best to put it right.